At Jannat-e-Kashmir, we take great care in sourcing, selecting, packing, and delivering our products. As our range includes food products such as spices, dry fruits, and saffron, we follow specific return and refund guidelines to maintain product quality, safety, and hygiene.

This policy explains the circumstances in which returns, replacements, refunds, and order cancellations may be accepted.

1. Returns and Exchanges

Due to the nature of our products, we generally do not accept returns or exchanges once an order has been delivered, particularly where the product has been opened, used, or consumed.

However, if you receive a damaged, defective, incorrect, tampered, or materially misrepresented product, or experience a genuine product quality issue, please contact us. We will review your complaint and provide an appropriate resolution in accordance with this policy and applicable law.

Nothing in this policy limits any consumer rights or remedies available under applicable law.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, appears to have been tampered with, or contains a product different from what you ordered, please follow these steps:

• Report the issue: Contact us within 48 hours of delivery, wherever possible.
• Provide order details: Share your order number and a brief description of the issue.
• Share supporting evidence: Provide clear photographs or videos of the product, its packaging, and the shipping label, where available.

Our team will review the information and may request additional details if necessary.

Where a complaint is verified, we will offer an appropriate resolution, which may include a replacement, refund, or another remedy, as applicable.

We recommend checking your package upon delivery and reporting any visible damage or tampering promptly.

3. Product Quality Issues

If you believe a product has a genuine quality issue, please contact us within 48 hours of delivery, wherever possible.

To help us investigate, we may request photographs or videos of the product, packaging, batch number, manufacturing or expiry details, or other relevant information.

Once the complaint has been assessed, we will communicate the outcome and any applicable resolution. Depending on the circumstances and applicable law, this may include a replacement, refund, or another appropriate remedy.

The 48-hour reporting period helps us investigate issues promptly and does not exclude any rights or remedies available to consumers under applicable law.

4. Refunds

If a refund is approved, the eligible amount will be processed using the original payment method, wherever practicable, or another mutually agreed payment method.

The time required for the refund to appear in your account may vary depending on the payment provider, bank, or payment method.

We will communicate the refund status and any relevant processing details to the customer.

Refunds will be processed within the timeframe required under applicable law.

5. Order Cancellation

Orders may be eligible for cancellation before they are dispatched.

If you wish to cancel an order, please contact us as soon as possible after placing it and provide your order number.

Once an order has been dispatched, cancellation may no longer be possible. If a cancellation is accepted for an order that has already been paid for, any applicable refund will be processed in accordance with this policy and applicable law.

6. Non-Returnable Situations

Returns, exchanges, or refunds for reasons unrelated to a product defect or other legally recognised ground will generally not be accepted in the following situations:

• Change of mind after receiving the product.
• Products that have been opened, used, or consumed, except where a remedy is required under applicable law.
• Products damaged due to improper storage, handling, or misuse after delivery.
• Orders delivered using incorrect address or contact information provided by the customer, where the issue is attributable to that information.
• Complaints raised after the stated reporting period, subject to applicable law and any consumer rights or remedies available in the circumstances.

These exclusions do not apply where a refund, replacement, return, or other remedy is required by applicable law.

7. How to Contact Us

For return, refund, replacement, or cancellation requests, please contact our customer support team using the contact details provided on the Jannat-e-Kashmir website.

Please include your order number, registered contact details, and a description of your concern so that we can assist you efficiently.

Our team will review your request and communicate the next steps.

8. Policy Updates

Jannat-e-Kashmir reserves the right to update this Return, Refund & Cancellation Policy from time to time.

Any updated policy will be published on our website with the revised effective date. Updates will not override consumer rights or obligations applicable to an order under the law.

Last updated: 29 September 2026